Tools Program Manager, GSS Support Operations

Job Description:


Job Purpose:

To define the strategy for support tools adoption across GSS and to manage the associated implementation and improvement projects to success. To ensure the effective and efficient operation of GSS support tools on a worldwide basis and thereby to contribute to increased customer and employee satisfaction

Key Success Indicators:A measurable increase in customer satisfaction and GSS employee satisfaction through the development, implementation and adoption of support tools.Delivery of consistent documentation to all stakeholders on support tools. Continuous improvement of infrastructure and tools upon which worldwide service-delivery functions are built.Continuous availability of support tools to both Support Engineers and customers. Improvement of integrated solutions (CRM IT, IT Bugzilla, ITIT, CRMKbase) within each CRM support tool.Enabling effective and efficient work-flow changes within CRM to incorporate business decisions (eg watchlist customers) and customer SLAs (eg response times for different severity levels).Improved levels of technical and product knowledge through the design and implementation (search) of support tools.

Specific Duties/Responsibilities:Owns and manages core components of CRM tools used for support service delivery. Defines the strategy for CRM improvement activities and manages the associated projects to successful completion, including interfacing with internal customers and stakeholders groups. Facilitate so GSS tools are capable of generating performance metrics upon which operational decisions can be made.Manage support tool improvement projects and ensure that GSS management is kept up to date with project plans and milestone attainment.Ensure consistent internationalization as well as the appropriate localization of CRM tools. Works with IS/IT, DBAs, third party vendors on support tools delivery and continuous availability to meet customer (internal and external) expectations.Work with the Red Hat GSS Management to ensure effective promotion and usage of support tools and service portfolio. Gather requirements from GSS managers and engineers for new support tools and tool improvements and assess the relative priorities of each. Maintains the investment plan and roadmap for GSS support tool roll-out.Manages the interfaces between GSS tools and other non-GSS systems upon which GSS is dependent e.g. Bugzilla.Drives active GSS participation in beta testing and User Acceptance Testing (UAT). Ensures that the rollouts of new tools meets user and customer requirements worldwide.

Positions Supervised:

None

Key Interfaces and Working Relationships (internal and external to Red Hat):GSS geographic support center management teamsRed Hat Global Information Systems (GIS) team GSS geographic support engineers.

Job Requirements:


Knowledge & Skills specific to this role:Ability to communicate effectively at all levels across the organization, including executive management staffSkilled in Project planning and execution of small-mid size projects.Skilled in understanding of different CRM tools and technologies including Oracle.Skilled at usability and user-interface components. Effective at defining and driving significant change management activitiesSkilled and experienced at data collection, analysis and representation.Desirable to have a knowledge of worldwide service delivery practices.

Experience required for this role:6-8 years of relevant industry experienceEducated to degree level or equivalentService Program management especially in a complex software environmentUnderstanding of CRM and Oracle.Experience of driving significant change management activities

Click here to apply for this job
http://redhat.hrdpt.com/cgi-bin/pm/click.cgi?job_id=1149&site_id=35